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Go-Forth Pest Control · 1 day ago

Customer Success Specialist

High Point, NC

Full-time

Onsite

Entry, Mid Level

$17/hr - $17/hr

2+ years exp

Go-Forth Pest Control is seeking a dedicated Customer Success Specialist to join their centralized contact center operations team in High Point, NC. This role focuses on providing exceptional support to existing customers, resolving issues, ensuring timely payments, enhancing customer retention, and driving sales opportunities with current clients.

Extermination ServiceProfessional ServicesProperty Management

Responsibilities

Respond to inbound calls, SMS, chat, and email inquiries from existing customers, providing prompt and professional assistance to resolve their concerns

Address customer complaints, troubleshoot issues, and escalate complex cases to the office manager or regional managers as needed, ensuring a high level of customer satisfaction

Actively listen to customer concerns, educate them on the value of Go-Forth Pest Control’s services, negotiate solutions, and implement retention strategies to maintain strong relationships

Identify opportunities to upsell or cross-sell additional pest control services or service plan upgrades to existing customers to enhance account value and customer satisfaction

Schedule and reschedule service appointments for pest and termite technicians based on customer requests, ensuring accurate transcription of notes for field staff

Monitor accounts daily, contact clients regarding overdue payments, process payments and refunds, and resolve billing or credit issues to encourage timely payments

Maintain accurate and detailed customer records in the CRM platform, including payment methods, appointment notes, task assignments, and account status updates

Send one podium customer review per day, compile reports on collection activities, retention efforts, sales outcomes, and customer feedback, and provide internal suggestions to improve client retention

Assist the office manager with administrative tasks and support other contact center duties as assigned, demonstrating a team-oriented mindset

Follow company scripts and internal procedures for customer interactions, including sales and service protocols, ensuring consistency and professionalism while living the company’s core values

Perform additional tasks as directed by management to support the contact center’s operations and company objectives

Qualification

Technical ProficiencyCommunication SkillsOrganizational SkillsBilling ProceduresCustomer Retention StrategiesIndependenceProfessional AttributesTeamwork

Required

Excellent verbal and written communication skills across phone, SMS, chat, and email channels, with strong active listening and conflict resolution abilities

Fluent in using multiple PC-based applications (CRM, Google Sheets, Gmail) and able to type at least 40 words per minute

Strong organizational skills with the ability to multitask, navigate multiple applications with speed and accuracy, and manage time effectively under pressure

Patience, empathy, and the ability to maintain professionalism in high-pressure situations. Openness to coaching, feedback, and continuous improvement

Ability to work collaboratively in a team environment while also being self-directed and proactive

Familiarity with billing procedures, collection techniques, sales strategies for existing clients, and relevant laws and regulations

High school diploma or GED required

2+ years of experience in customer support, account management, collections, or office administration, preferably in a fast-paced, customer-centric environment

Ability to remain seated for up to 8 hours per day

Ability to enter text or data into a computer or other machine using a traditional keyboard with speed and accuracy